VDN vs. Split/Skill Report in BCMS

[bill1027]

I'm looking at my split/skill historical report and my vdn historical report. My calls offered for my split/skill are higher than for my vdn.

We have an 800 number that hits our vdn which then routes to either our english or spanish queue.

Does anyone know why my split/skill offered calls would be more then the offered calls on my vdn report.

 

[bill1027]

ok, what I meant was my ACD calls on my split/skill are higher than the ACD calls on my VDN report. If anyone know why it would report this way then the help would be greatly appreciated.

 

[GroundRatt]

Could be your users calling the ext that the split is assigned to directly bypassing the vdn.

Steve
Senior Telecom Systems Specialist
University of Texas Health Center at Tyler

 

[RGarcia87]

It's possible that you have another VDN pointed to that same skill.

 

[marcell55]

Also, if you have a RONA VDN, that would account for additional calls as well. Look in the switch (at the hunt group) and on the second page (right hand - bottom) it will tell you the VDN number that is used for RONA calls.


(RONA is Redirect on No Answer...and is used when agents leave themselves in available, but don't actually answer the ACD call. The call will flow to the RONA VDN, which normally goes back into the queue (at a higher priority) and then gets answered there. If that's the case, then it would still be answered in the skill, but now it's a different VDN.)